Senior Clinical Quality, Patient Relations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the triage and investigation of Tier 2 and Tier 3 patient complaints, which includes chart reviews within Athena, AI scribe transcription assessments, and case documentation in Zendesk.

• Perform thorough case reviews that combine clinical findings with patients’ reported experiences.

• Offer feedback to clinicians and engage in coaching discussions regarding clinical quality issues.

• Ensure complete, precise, and HIPAA-compliant audit trails across both Zendesk and Athena.

• Recognize complaint patterns linked to broader clinical practice insights and communicate these to Patient Relations and Clinical Leadership.

• Provide support during times of increased workload or when the Patient Relations Manager is on leave.

• Oversee and enhance Midi’s clinical audit program and methodology for the clinician population.

• Execute weekly pre-saved audit prompts using Midi’s Chart Summary Tool, which is built on Claude and queries Athena Full Encounter Summaries.

• Analyze and interpret results related to HRT prescribing, clinical indications, and risk-benefit documentation.

• Compile evidence-based audit summaries for Quality & Safety and Clinical Care meetings.

• Identify trends, outliers, documentation gaps, and prescribing deviations at both clinician and population levels.

• Develop and maintain audit-based clinician coaching methodologies.

• Lead clinician coaching discussions and set standards for constructive feedback driven by audits.

• Monitor audit outcomes and assess whether identified gaps are improving, remaining stable, or worsening.

• Connect audit results with patient complaint data.

• Update audit prompts and topic areas by prioritizing issues, refining inquiries, and phasing out low-signal questions.

• Collaborate with Learning & Development to establish an audit-based onboarding program for newly hired clinicians.

• Set the audit cadence, feedback intervals, and quality benchmarks necessary for readiness for independent practice.

• Define “audit-ready” criteria and determine when findings necessitate coaching, quality flags, or formal escalation.

⛳️ Requirements

• Active Nurse Practitioner license in good standing.

• Over 8 years of clinical practice experience, preferably in women’s health, primary care, or a related specialty.

• Strong preference for candidates with experience in patient relations, clinical quality, patient safety, or healthcare grievance coordination.

• Familiarity with HRT prescribing and midlife women’s health is highly desired.

• Hands-on experience with Athenahealth is strongly preferred.

• Experience with Zendesk or a similar CRM platform is advantageous.

• In-depth understanding of HIPAA, patient rights, and clinical documentation standards.

• Experience with electronic health records and AI-assisted tools in a technology-driven healthcare setting.

• Clinical proficiency in analyzing charts, understanding prescribing decisions, and assessing risk-benefit documentation.

• Strong investigative instincts and the ability to connect insights across various systems and data sources.

• Systems-level thinking to translate findings into scalable frameworks, standards, and processes.

• Ability to effectively communicate clinical findings to both clinical and non-clinical leaders.

• Proficiency in utilizing AI-assisted clinical tools and critically assessing their outputs.

• Capability to manage ongoing workflows, document thoroughly, and keep stakeholders updated.

• Skill in determining when to provide coaching, escalate issues, or initiate formal reviews.

• Must be authorized to work in the United States without any current or future visa sponsorship.

• Strong understanding of HIPAA, patient rights, and clinical documentation standards.

🏝️ Benefits

• Employees are eligible for a broad array of benefits.

• Equity opportunities within the company.

• Commitment to pay transparency and equity.

• Equal opportunity employment practices.

• Pay equity and compensation based on fair, objective criteria, irrespective of salary history.